Plan requirement
| Subscription | Any plan |
| Also required | Quality Assurance or Workforce Engagement Management |
| Access | Agent |
From conversation to feedback and back again. The loop only works if the last step actually happens.
The loop
- Conversations are selected, by filter or at random.
- A reviewer reads one and scores it against the scorecard.
- They write a comment explaining the scores.
- The agent reads it, and can respond or dispute.
- Patterns across reviews inform coaching and improvement.
Step three is where the value is
A score with no comment tells an agent they did badly and nothing about what to do differently. That is the difference between a measurement and coaching, and it costs two sentences.
Step five is where it usually breaks
Reviews accumulate, nobody reads them in aggregate, and the programme becomes a scoring ritual. Half an hour a month looking at patterns is what makes the rest worthwhile.
Review recent conversations
Feedback on something from six weeks ago is a historical note. The agent barely remembers it and cannot connect it to anything they are doing now.
Review a mix
Not only the ones that went wrong. Reviewing good conversations tells people what to repeat, and it stops feedback being exclusively corrective.
Sampling is enough
You are not auditing every interaction. A few conversations per agent per month reveals patterns, and it is sustainable, which matters more than coverage.
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